JOB SUMMARY
The IT Service Delivery Specialist is responsible for overseeing the service desk and end-user support functions to boost operational efficiency and maintain high levels of user satisfaction. This position entails managing support ticket resolution, coordinating hardware repair services, and sustaining service quality standards. Additionally, the role encompasses the administration of computer lifecycle management, including PC backup and recovery processes.
KEY RESPONSIBILITIES
Service Desk Operations involves overseeing and optimizing IT support services to ensure efficient resolution of technical issues and seamless user assistance. This role requires a deep understanding of IT service management principles, hardware troubleshooting, software configuration, and network connectivity to diagnose and address a wide array of technical challenges. Key responsibilities include managing service requests, maintaining incident and problem records, coordinating with technical teams to escalate complex issues, and implementing preventive measures to minimize recurring problems. Additionally, the position demands strong communication skills to interact with end-users, provide clear guidance, and deliver timely updates on issue resolution. Proficiency in IT service management tools and incident tracking systems, along with adherence to established service level agreements (SLAs), is essential to maintaining high standards of operational efficiency and customer satisfaction.
Manage and supervise the daily operations of the IT service desk to guarantee prompt resolution of user issues and requests in adherence to established service level agreements.
Triage and categorize incidents according to their severity levels. Ensure all P1 and P2 incidents are promptly escalated to the IT Operations Manager for resolution.
Create, document, and enforce policies, protocols, and operational benchmarks for the service desk to ensure consistent, high-quality support delivery.
You will deliver exceptional user support and enhance the overall experience by addressing inquiries promptly, resolving issues efficiently, and ensuring a seamless interaction. Your role involves actively listening to users, diagnosing problems, and providing clear, actionable solutions. Additionally, you will gather feedback to identify trends, contribute to service improvements, and maintain a high standard of customer satisfaction. Strong communication skills and a customer-centric approach are essential to excel in this position.
Deliver outstanding technical assistance to end users in every office location.
Monitor service desk performance metrics and produce detailed reports on key indicators. Analyze collected data to uncover potential areas for enhancement and recommend strategic improvements to optimize operational efficiency.
Proactively inform users about available support channels, self-service solutions, and IT resources to enhance their problem-solving capabilities.
Systems Administration: Responsible for the oversight, maintenance, and optimization of IT infrastructure, including servers, networks, and storage systems. Ensures system reliability, security, and performance through proactive monitoring, troubleshooting, and regular updates. Manages user access, permissions, and system configurations while adhering to established policies and procedures. Collaborates with cross-functional teams to implement and support new technologies, ensuring minimal disruption to operations.
Responsible for overseeing end-user workstations, which encompasses the installation, configuration, ongoing maintenance, and resolution of technical issues.
Deliver consistent, high-performance operation and seamless connectivity for printers, peripherals, and meeting room audiovisual equipment.
Coordinate with external service providers to schedule and oversee hardware repairs, ensuring minimal operational disruption throughout the process.
IT Asset and Inventory Management involves overseeing the lifecycle of an organization’s technology resources, from acquisition to disposal. This role ensures accurate tracking of hardware, software, and digital assets while maintaining compliance with licensing agreements and regulatory standards. Responsibilities include conducting regular audits, managing inventory databases, and optimizing asset utilization to reduce costs and enhance operational efficiency. Proficiency in asset management systems, attention to detail, and strong analytical skills are essential for identifying discrepancies, mitigating risks, and supporting strategic decision-making.
Manage the complete lifecycle of PCs—encompassing strategic planning, procurement coordination, deployment, ongoing maintenance, planned refresh cycles, and secure disposal—ensuring seamless operations and alignment with organizational needs.
You are responsible for ensuring the inventory management system reflects precise and current data by documenting specifications, tracking item locations, and updating statuses as needed.
Technical implementation of employee onboarding and offboarding processes involves seamless integration and transition protocols.
Execute the technical onboarding process by provisioning endpoints, configuring user accounts, enrolling devices in Intune, and assigning necessary equipment.
Perform technical offboarding procedures, including retrieving company devices, deactivating user accounts, and reclaiming equipment in accordance with the offboarding checklist.
You will be responsible for preparing concise and accurate reports, ensuring timely and effective communication with stakeholders, and maintaining clear documentation of all transactions and activities. This role requires strong written and verbal communication skills, meticulous attention to detail, and the ability to convey complex information in an accessible manner. Proficiency in reporting tools and software is also expected to facilitate efficient data analysis and presentation.
Serve as the primary liaison for addressing and resolving IT-related user inquiries and issues.
Compile and deliver periodic reports detailing service desk performance metrics, encountered issues, and implemented resolutions.
Applicants must possess a relevant academic degree, such as a bachelor’s or master’s in a related field, from an accredited institution.
A bachelor’s degree in Computer Science, Information Technology, Systems Engineering, or a closely related discipline is required.
ITIL 4 Foundation certification is mandatory or must be obtained within six months of employment.
Microsoft 365 Certified: Modern Desktop Administrator Associate certification is highly preferred for this role.
Consideration will also be given to candidates who possess other Microsoft 365 Certifications.
CompTIA A+ (desirable).
We seek a candidate with a strong background in [specific skills/knowledge areas, e.g., project management, data analysis, software development] to join our team. The ideal applicant will possess [specific required skills, e.g., proficiency in Python, SQL, or Agile methodologies] and demonstrate a solid understanding of [relevant industry standards, tools, or principles]. Familiarity with [specific tools, frameworks, or systems] is essential, as is the ability to [specific tasks, e.g., analyze large datasets, design scalable solutions, or optimize workflows]. Strong problem-solving skills and attention to detail are critical to success in this role. Experience in [industry-specific or role-specific context, if applicable] is preferred but not mandatory. The ability to work collaboratively in a team environment and communicate effectively with stakeholders is also required.
Proficient in managing IT systems, encompassing hardware, software, and endpoint support, with a solid foundation of technical expertise.
Proficient in providing Microsoft 365 end-user support, with expertise in Outlook, Teams, SharePoint, and OneDrive.
Provides technical assistance for printers, peripheral devices, and fundamental networking systems.
Proven ability to analyze complex situations and develop effective solutions through critical thinking and problem-solving expertise.
Proficient in conveying complex information clearly and collaboratively with stakeholders of varying technical expertise.
Maintains composure in high-pressure situations while demonstrating a steadfast commitment to delivering exceptional customer service.
Demonstrates meticulous attention to detail and maintains exceptional documentation practices.
Qualifications
BA/BSc/HND
Experience Required
4 years
